Rated 2 out of 5 by Robertd Disappointed
Not sure what to say except that we were disappointed. Everybody we came in contact with were super nice. In fact too nice bordering on insultingly fake for the purpose of getting tips.
Our room was the extra side room to the "main" room. There was no desk and it was really tight. Mind you we used our Suite Nights awards for this. This was no suite. The room was not made up when we arrived. There were insufficient towels in the bathroom. There was no bath gel or shampoo. There were two basins in the the bathroom but only one soap dish. So I flipped a glass over to put my soap on and for 4 days the maid never moved the soap or the glass.
Repeatedly the bed was not turned down ready for the night and once they came at 9:00pm to do it.
As a SPG Platinum they told us we were entitled to free breakfast. When we had our first breakfast they told us when we got the bill that only the continental breakfast was included not the buffet. This is the first Starwood hotel that has done this.
The elevators are on a different call button system that seems too cute and too complicated.
The details of the property design are magnificent but it comes off as completely irrelevant when the service is so sub par.
May 19, 2012
Rated 4 out of 5 by Krane7 Great hotel, but overall experience was so-so
While there were many wonderful things about the property and much of the staff was wonderful, I was still left with a bad taste regarding the overall experience.
The beach staff took a $10 tip for the 2 minutes it took to set-up my chairs. That was fine, but when they failed to mention I’d have a $50 charge for two umbrellas and that $50 included a gratuity I was bit turned off. It would have been nice had they told me that up front and before I handed them cash. Hard to imagine the oversight when I was one of maybe 4 groups on the beach. It made me feel that the staff was made up of walking ATM’s…
When I checked out I had over $100 in honor bar charges and a $64 buffet charge. I explained that “nothing” was removed from the honor bar and that I had not eaten at the hotel. The gentleman later produced the signed bill from the restaurant and I explained the signature was not even close to my signature and repeated I did not eat in the hotel.
I was polite during the whole exchange, but felt he was very condescending in handling my dispute, which in my eyes was not a dispute, but was black and white. As a platinum member of many years, I don’t expect to be treated as a suspect.
So all and all a wonderful hotel and I’m sure my experience was isolated, but I won’t be back.
April 24, 2012
Rated 5 out of 5 by EC123456789 View and service
The location and physical condition of this hotel is spectacular. The service of the staff is maybe even better. I had a short business trip, and really wish I could have stayed longer and enjoyed the amenities.
February 28, 2014
Rated 4 out of 5 by Kpmb My stay
We arrived and were told our rom would be ready in 15 min after 45 min told another 5 they were just waiting fir the mgr to check room. 20 min later given our room. The young man at reception was apologetic and nice but was given really bad info. Told room 2011 and given 1710 not a big deal. Jennifer called the next day to see how things were because of checking prob, I returned her call to VM of another employee and never heard from them, bad service!! We did receive a bottle of wine for prob checking in which is nice touch, but no one likes sitting and waiting for their room!!
February 20, 2014
Rated 5 out of 5 by SBickley The best family vacation we've ever had!
Unquestionably, this was the best family vacatoin we've ever had! We "splurged" this year, given the horrible winter we've been having in Michigan and are so pleased that we did. The resort exceeded our wildest expectations as the facility and service were far better than expected. We are already talking about our next visit to the St Regis at Bal Harbour!!
February 25, 2014
Rated 5 out of 5 by chuchd A definite 5 star hotel!
We were thrilled with our son's and daughter-in-law's wedding at the St. Regis. The accommodations were wonderful. We also loved our room! Thank you!
February 24, 2014
Rated 3 out of 5 by Skeezicks A lot of bugs
We stayed here in March 2012. we paid a premium rate for an upscale stay for 4 days. this hotel has a lot of bugs to work out. The doors are mal aligned and do not shut so therefore don't lock. Our patio door remained open our entire stay. Housekeeping was very late in making up rooms sometimes turndown was ready and we still were not made up in spite of several calls to housekeeping. Construction on the adjacent tower prohibited us from enjoying our terrace, which was the nicest feature. I chatted with the front desk staff who empathized and apologized they offered to credit my spg account 35000 pts , guess what! No credit yet. There are a lot of bugs to work out here before a room is worth 750 or more per night.
June 17, 2012
Rated 4 out of 5 by Worldtizen Overrated hotel
1- restaurant staff is superb especially Pedro.
2-for the price, the hotel facilities are not what would be expected. Pool is small, and gym lack equipment.
3- beach full of seaweed.
4- butler promoted as reason for higher price, yet we never saw or heard from the butler.
5- upon check out, person lacked knowledge about SPG rewards and was condescending and rude.
6-shocking at this price point they would charge you for gluten free items when paying for the buffet.
7- overall a good hotel, however it feels like you could get the same experience ata a Westin.
8- as per usual with SPG client experience, I am sure no one will respond to these comments .
February 6, 2014
Rated 5 out of 5 by Fern411 The hotel has wonderful features
Upon arrival the staff itsef is the most accomodating & helpful. Everyone is available to assist youn with every whim or wish you may have. The restaurants were an excellent dining experience - both J & G Grill for dinner & then Atlantico for our breakfast. When going to the pool, the lounges were very comfortably & the pool attendants were most accommodating as well.
The gym facilities on site are state of the art.
The suites Provide all of the amenities that one could possibly want as well as having a view of the ocean.
February 29, 2012
Rated 5 out of 5 by MiamiHotelSnob Presidential Suite
Staff definitely went above & beyond to make me feel "presidential". Room was amazing. The beach is beautiful. Hotel is very up to date.
February 20, 2014
Rated 5 out of 5 by Conaty Positively First Rate!
Recently returned from a week at the St. Regis for the first time since its transformation from the Sheraton Bal Harbour, and had the most completely pleasurable experience. Service to the guests was impeccable and consistent, from first thing in the morning with Cheryl at the coffee bar, through daily stops in the shoppe with Amanda and Miguel, to lounging by the pool and on the beach with Dominic and Ade and Kurt, all of whom took care of us as if we were their favorite clients. Provisions were ample, food was excellent, and services in the Spa were remarkable. Looking forward to a return trip!
January 16, 2014
Rated 5 out of 5 by BCap Best I ever had!
On behalf of the very particular Caplan family, we thank everyone at the St. Regis Bal Harbour for the best overall stay at any hotel we have experienced to date! For a team that has only been working together for a very short time, you guys hit on all cylinders, all the time: service A+, food A+, property A+. We took advantage of nearly every aspect of the hotel: the spa (Chai – incredible!), the restaurants (Cooper and Paul – outstanding), the bar, the gym (Chris and Tracie – awesome!), the pool (Marie and Jesse – terrific) , the beach, valet parking, room service, housekeeping (sorry for being so messy), concierge (Brian and Robin – excellent), butlers (Brittney – superb), and the front desk staff. From the moment we arrived, we could tell we were in for a special treat. Across the board, my wish was your command. I have never seen such a consistent attitude of service excellence and a genuine commitment to the customer experience across an entire organization as I experienced this week.
You have just raised the bar in my scale for evaluating my hotel experiences. I hope I can go back to my weekly tour of Westin properties without disappointment.
March 26, 2012
Rated 4 out of 5 by DisappointedinCO Growing pains
Our check in experience was the worst we have ever experienced. We arrived at 5:00 pm on 2/21, and were told our room would be ready in 30 minutes. An hour later we were told it would be soon. Finally, our room was available at 6:45 pm. Of course, by then we were already late for our dinner engagement. We were offered only excuses by hotel staff until I asked for the manager on duty. He offered the same excuses, but finally said he would take care of our breakfast.
This was not the service we expected from the St. Regis. To be fair, everyone else was very helpful once we actually were able to check into our room.
I suspect this was just growing pains since the hotel has been open only a few weeks. However, the check in experience needs much improvement.
February 25, 2012
Rated 5 out of 5 by lennye Great hotel in South FLA
Greta hotel Staff very attentive, clean rooms, Hi tech features
February 18, 2014
Rated 5 out of 5 by Coralie Enchanted Experience
I was beyond surprised that the St. Regis gave me an additional upgrade from Jr Suite to Imperial Suite, no other words to describe but IMPRESSIVE. From the complimenhtary arrival proseco, to the room itself I was in heaven! The butler was beyond attentive, the room was immaculately clean and the view...just breathtaking.
My experience was wonderful, even the room service was 5 star! We made a point to enjoy the breakfast buffet he next day, where the waiter gave my daughter a to go box of fresh fruits to enjot at the pool. Nice touch! We were very sad to leave...and hopefully very soon I will be returning! In any case, St Regis makes the Platinum SPG status worthy of it's name.
Excellent staff, excellent location, excellent food...excellent all around.
July 15, 2013
Rated 5 out of 5 by hilltop Top Notch
Stayed at this property for 3 night for a business conference. Room was fantastic, like a studio apartment with a large balcony. Technology and amenities were some of the best I have ever experienced.
February 16, 2014
Rated 2 out of 5 by SteveCT Not Worth the Hype
I used SPG points for a recent stay a the St. Regis Bal Harbour Resort. Made reservations through SPG and then called hotel directly to change bedding from king bed to 2 queen beds since travelling with wife and teenage daughter. Also discussed with hotel possible upgrades but was told that it was subject to availability. Upon arrival, room with 2 queen beds was not available, nor were any upgrades available. Person who checked me in was the same person who I spoke with on the phone . We clearly had different recollections of the same conversation. I was offered a "double upgrade to a suite if I was willing to pay an additional $2,000 per night. Requested to speak with front desk supervisors. Was offered some meaningless amenities such as free internet service in my room (the entire hotel has free service), complimentary roll-away (that has always been waived at every Starwood hotel that I've stayed at without exception) and complimentary use of a day bed near the kids pool (which I didn't want to use since I was using the adult pool). I was offered help in finding other accommodations at another hotel. I felt that my business was not wanted. What made matters even worse was that one of the front desk supervisors admitted to me that the rooms with 2 queen beds were booked months ago and there was none available at the time I made my reservation. That should have been disclosed to me rather than misleading me to think that my bedding (for a 6 night stay) was taken care of.
To add insult to injury, I spoke with the hotel's general manager about my frustrations and disappointment. I was surprised by his dismissive tone when I was told that there is nothing that the hotel was prepared to do given the misunderstanding with my reservation (except find me other accommodations) . I began my family vacation feeling very unwelcome, a far cry from the quality customer service and personal care that this resort prides itself on.
Bottom line is that the hotel is new and well appointed. However, senior management should understand that it does matter how your guests are treated, from the time of arrival to the time of departure. Everyone makes an impression on your guests, including senior management, and a dismissive attitude doesn't carry the day, especially at a luxury collection resort.
I'm a big fan of Starwood and have been a loyal member of its SPG program for many years. I've recommended it to countless friends and family. However, I can't say the same for my stay at the St. Regis at Bal Harbour.
December 29, 2012
Rated 4 out of 5 by Cricket1 Feedback
Obviously much has been invested in this facility! Most of it works well but the staff angle & service needs constant attention to avoid slippage. Some examples: coffe delivered warm rather than hot at poolside; many minutes to get hot water in room; noisy room fridge; time for lift doors to close just too long; no cap on number of cards used before lift doors close or screen tells user to go to a different lift; no real private facility for changing at spa. On the plus side a fantastic gym; great housekeeping; pleasant checkin although many of my senior colleagues were kept waiting; great ocean front quiet walking paths along the dunes.
January 26, 2014
Rated 4 out of 5 by 8764h92030 Not for conferences
While a delux tourist hotel, conference facilities could be better. When newspapers aren't delivered until 10 AM, the swimming pools aren't set up for swimming laps and nothing except breakfast is open before 10 or later, it is NOT for business or business conferences.
February 13, 2014
Rated 5 out of 5 by mds9999 Great Service and One Spectacular Representative
While we enjoyed our stay once again at the St. Regis, I must that Jose Sanchez-Door Attendant, was SPECTACULAR in every way. He assisted our every need and was the best St. Regis representative that we encountered!!!! He should train all other St. Regis representatives. Thank you
November 30, 2013
Rated 5 out of 5 by yl082778 its the best hotel i ever was
very nice staff that makes you feel very comfterble
February 14, 2014
Rated 2 out of 5 by Miguel Value Proposition
Simply put, for the price we paid, we didn't get what we believed to be "value". Here are the bullets:
1. The room didn't even a full length mirror - how bad is that for a 5 Star property
2. Door slamming was non-stop. Its not that someone was doing it intentionally, it was because they would let the doors close on their own causing sounds which precluded us from sleeping.
3. No service at pool or beach. We literally had to flag down an attendant to get a drink
4. Put coffee order on paper in room for 7:45am - never received coffee.
5. Got to adult pool only to be told it was closing early for a private event. I don't think I flew down from Atlanta to be told I can't relax by the pool.
The staff attitude was excellent so you can see why this is painful. The team is full of great folks, it just seems like training is a big issue here!
Definitely won't come back. Overpriced and under appreciated.
March 12, 2013
Rated 5 out of 5 by SKUSA Only one glitch
It took two days to get phones to work in our rooms 2211
February 13, 2014
Rated 5 out of 5 by Golden444 Quite possibly the most luxurious resort.
This brand-new top-notch hotel offers the perfect combination of exceptional luxury, family-friendly facilities, consistently outstanding service and great location. Despite the general wisdom of avoiding hotel restaurants, the J&G offers some of the best dining in the area (and there are plenty of fine restaurants in this area).
March 12, 2012
Rated 5 out of 5 by MikeIke Wonderful Experience!
Beautiful Property, Wonderful Staff, Great food & drink. St. Regis Bal Harbor met or exceded all of our expectations. I'm already looking forward to my next visit.
February 12, 2014
Rated 1 out of 5 by mastro99 Great property
Poor service. Very difficult to work with the staff. This property's staff needs to be trained on customer service. It is not an excuse that the hotel is sold out for their lack of ability to handle the volumn of guests.
January 10, 2013
Rated 3 out of 5 by EastWestCoasat Great Rooms but Service is Lacking
I really wanted this St Regis to be a five start experience but a lot of the staff seemed inexperienced or not trained to five star level.
The rooms are gorgeous. I had a North side room which was fabulous and moved to a South side room because we added an extra night. Weird that the wind whistles over your patio on the South side!
Our privacy light did not operate so we had housekeepers at all hours and at inconvenient times. Hoped they liked our underwear. I requested repair but there seemed to be a language barrier. The light remained broken during our stay.
Lots of lovely staff in uniform at J & G Grill but, alas, we waited 20 mins to make a drink order and over 30 mins. to order dinner. Our waiter seemed completely confused and out of place. He knew nothing about the wine list. The husband's drink was wrong. The food, however, was excellent. Kudos to Chef.
There were a few mishaps with valet but mild compared to other things. The front desk staff comped our lunch because of the inconvenience which was nice.
The shame of it all is that we were looking to buy a residence but I don't want to pay all that money with service that poor.
We'll give you another try in hopes that things improve.
December 9, 2012
Rated 5 out of 5 by Danny41 Amazing Experience Nothing Like It
This was truly an amazing experience. From prior to your arrival, the bulter service calls/emails you to find out about your arrival, if you require anything specific during your stay. Upon arrival, the staff does everything possible to make the entire experience personable and intimate as you feel at times, that you are the only guest in the hotel. The food is excellent, the spa is AMAZING and first class, the pool and beach area are superb. As for price, of course its expensive, but to me worth every penny, I went for one night for a staycation babymoon with my wife, and thanks to the great staff and resort, it made for an amazing experience.
Special thanks to Jose the bellmen who was there at check in and check out and was extremely personalbe, respectful, and kind in making both check in/out a great experince, Also to Steven Leon from the butler staff who was amazing and really made us feel at home, and even surprised us with a special ITS A BOY package for our room with our Son to Be Name in a picture frame and a handwritten note. Does not get better than that.
You clearly get what you paid for here, and we truly hope to be back again soon as its a ONE OF A KIND Experience. I have stayed with St Regis before as a SG Gold member, and this by far was the best yet. Thank you!!!
April 16, 2012
Rated 3 out of 5 by Alex1971 Looks Like a St. Regis, but Doesn't Act Like One
This was my second visit to this property. The first time was during the soft opening in 2012, when one would expect growing pains. My disappointment comes from experiencing service related issues in 2012 that were even more pronounced in 2013.
Most recently, I was greeted and escorted to my room by someone that is an example of the great potential that this hotel has. It was downhill from there. The butler never introduced him or herself to review the services available. At every other St. Regis I've visited, this is always the case. I get the feeling that there are too few butlers and they only respond on a reactive basis. The housekeeping service failed to thoroughly clean the room. Something I had spilled on the glass coffee table the night before was left uncleaned and was in plain sight. Other elements of housekeeping were clearly lacking. The turndown service was inconsistent as well. The first night, it was well done. The second night, not even close.
The valet took about 25 minutes to retrieve my car when I was told it would be right out. Pulling into the property can be difficult as well as the main drive is too narrow and if there are several cars arriving at once, there's a fair amount of congestion and no one taking charge to relieve it. There were a lot of hotel staff standing around not doing anything.
The rooms are lovely althought the lighting system is rather frustrating. The drapes and curtains didn't open all the way without assistance. All of these things add up to a property that is still a work in progress that really shouldn't be.
The potential is there but seems to be there needs to be a real focus placed on having the right people managing the service teams and staff taking more personally their roles at what hopes to be an exclusive property providing an exclusive experience.
June 24, 2013
Rated 2 out of 5 by Paula344 Great rooms, disappointed in the service
The rooms are fantastic! It was nice to be in a room where you were not tripping over each other. There was a place for your luggage so it was out of sight. The bathroom is huge! The best thing about the St. Regis is the room. I was not impressed with the restaurants, pool area or the service. For the cost of the room, I was expecting the amenities and service/pampering to blow me away. It was far from it. The service at the beach and pool were very slow and it was not crowded. Employees seemed to be scurrying around as if the place was overwhelmed with people. We waited at least 45 min. each time we ordered something. One time, it was just one drink. The pool was put on the wrong spot, it is in the shade fairly early afternoon. We came from another resort on Miami Beach that cost less than 1/2 of what the St. Regis cost. Of course, you cannot come close to comparing the rooms but, the food, drink , service and pampering were far superior at the other place. The place was packed and the employees had a smile on their face, always said hello.Every hour someone was coming around with something from cold towels, fruit juice, suntan lotion etc.. I only saw that a couple times at St. Regis, only juice, and they would skip over my children. My children are not young. Honestly, a lot of the servers at St. Reg. looked like they did not want to be there. They were not smiling. When you asked for something they acted like they were too busy yet there were only three tables occupied. All I asked for was hot coffee the coffee they poured me was cold. Also, we had a package where one of my sons ate free. We would get charged when we ate, they told me not to worry about it that they had to do that and it would be taken off. I had to go to the front desk at check out, turns out that they were not removing the charge. Also, BEWARE, THEY DO NOT PROVIDE A DUPLICATE COPY OF YOUR RECEIPT AT THE BEACH OR RESTAURANTS. UNLESS YOU WRITE DOWN HOW MUCH YOU SPENT EACH TIME YOU HAVE NO IDEA IF YOUR CHECKOUT BILL IS RIGHT!! I have never seen this before and find this shady and classless.
I would save your money. This resort has a lot to sort out. It's not worth the price we paid.
April 9, 2013